Tmobile screwed me big time.

M

mr_j526

New member
NOTE: IF this is the first time you're reading this thread, make sure you read how it was resolved here.

I got my first pearl towards the end of last year.

Just weeks after I got it I dropped it in a parking lot and it got run over by a car. Totally sucked. I had no insurance, so I was without a phone for a couple weeks while waiting for a big enough paycheck to get another.

in January I went to the tmobile store to get another pearl. Since I didn't want to pay retail (again), I extended the contract on one of sons' kid connect lines in order to get the discount.

Not wanting to be in the same predicament again I asked the tmobile rep at the store to make sure he added insurance to the line so the phone would be covered incase I lost it or something.

This was not a "tmobile authorized dealer"
It was an actual tmobile store.

After I left the store I even went back in, to make sure that he didnt forget to add the insurance to the phone line I purchased the phone on.. and he assured me that he had done it.

I lost my phone today.

I called up tmobile to suspend my service, and then asked the rep for the purchase date of the phone so I could enter it in at the phoneclaim website.

Turns out the tmobile rep who sold me the phone, added the insurance to my other sons' line, not the one I extended. Even tho the insurance was added to the line on the same day I purchasd the phone, the rep would not replace it.

I told her it was a HUGE error on their part and they needed to fix it, and she had the nerve to offer me a discount on a new phone IF i extended my contract. This is when I started to get pissed off because she was trying to act like she is doing me a favor.. when I could have gotten that discount without her help by upgrading and extending my contract through the website.

Tmobile has completely screwed me. I've been paying for insurance for a samsung phone that isn't even worth the money I've paid out in insurance, instead of on my pearl.

By no fault of my own, I cannot get my phone replaced, and Tmobile has done nothing to try to fix their mistake.
 
To make it less confusing. I have 3 lines

Line A = my line
Line B = kid connect plan
Line C = kid connect plan

When I purchased the 2nd pearl I extended the contract on Line B, but the tmobile rep added the insurance to Line C, instead of Line B
 
That sucks! Let me tell you, I have had MAJOR issues with T-Mobile over the past few weeks! You need to complain to everyone - Here is the CEO's address (you WILL get a phone call back!) [email protected]. Also, I strongly suggest you file a complaint with the Better Business Bureau of Washington State (that's where they are headquartered). They covet their consumer rating with JD Power; it's the only claim to fame they have. You need to make sure you pound them on this!!!! I don't even want to bore you with my problem, but lets just say you have a good case! Also, get the name of the regional manager responsible for the retail store you enrolled in the insurance plan with. Call him, email him, complain to customer care via email (and copy the regional manager on it). Copy the regional manager on every correspondence. So far, the regional manager I have been working with has been by far the most helpful person in the food chain.
Good luck!
 
Thanks for the tip. I sent an email there that I had previously written out to send to T-Mobile via their web contact form, but apparantly they have a charachter limit on how long your support request can be LOL.

I also forwarded the letter to consumerist.com

I'll let you know if I hear anything back.
 
What is going on with them? Since April of last year I have only had one problem with them replacing a phone. Everything else has been smooth sailing in the 3 1/2 years I have had service with them. Am I just lucky or what?
 
I've been with tmobile since 2002, and have 3 phone lines just on this account. We also have a business account that has six 8700's on it. I've never had a problem with tmobile customer service until now.

I feel that I was clearly, not at fault here. I'm not asking for a free phone... just that they at least correct the mistake they made.

If they would give me a pearl (hell I'll even take a refurb) for the price I would have paid to Asurion for the phone deductable, this could all be settled easily. It's just the fact that she seemed so uninterested in helping me, and then started passing me along to other people who also.. didnt want to, or seem interested in helping.

Makes you feel like theres not much you can do. You against a big huge company. You get bullied, and what they say goes, no matter what you do or say.

I'm in a dilemma now because I was planning on upgrading to the 83**. I'm without phone, and am not willing to pay full price for a phone, only to upgrade it in 6 weeks.
 
I know that you might have already tried this but the line that the insurance is on have you tried calling from that line and trying to make the claim.
 
I hate to bring this up, but the Line the phone is purchased on is the line with the insurance ( IF IT is done correctly ) and as such the last phone used one on said line is the one with the Insurance. If the phone is used on another line, the insurance does you no good for that phone.
 
pda.teck but we all know reps make mistakes and even more so when they are not properly trained.

did you try dealing with the store that made the mistake yet? I would raise a sandstorm with the rep and the manager at that location.
 
I asked him which ilne the insurance should be on, the line I was purchasing the phone on.. or the line I would be using it on. He insisted it should be on the line I was purchasing it on... and then he added the insurance on the 3rd line that had nothing to do with the phone.


It does not make sense that I should have to purchase insurance for 2 lines to cover one phone.

The day & time the insurance was added to the wrong line, matches up with the day & time I purchased the phone.

I'm headed into the store in about 20 mins. They're not open yet. Hopefully this can get resolved.
 
Next time add the insurance for your phone...online on your account. You have 14 days to do this from the time you purchase it. Also inssurance is a big waste of money. You should go on e-bay and buy a new one. You could get one pretty cheap....

As for T-mobile. I haven't had any problems with them for the past 8 years. They have been great. The only thing thou, A lot of people are used to holding T-mobile to a higher standard while they are just a tele-cel company. (which rates in service as the lowest in the service industry) But they are the best in tele-cell industry).... At least you don't have At&t or Sprint. Remember to be nice to the person you are talking to. They didn't make the mistake, and are only trying to help you....

Yesterday, I was at a busy kinkos, waiting in line 20minutes, and i started to get impatient. I made commetns like, I was just faxing something for 1 minute, now I have to wait for 20 minutes to pay for the darn thing (said some other stuff too). I kindof felt bad cause they were busy...and they heard me. When you talk on the phone it is the same thing, only you don't have the face-to-face interaction. Just remember to not lose your cool, and simply ask for their supervisor if they can not assist or get you what you want. Sometimes if need be, ask for a customer retention specialist.
 
UPDATE. UPDATE. UPDATE.UPDATE.UPDATE.UPDATE.UPDATE.UPDATE.UPDATE.UPDATE.

I got an email back from Art Lucero of T-Mobile this morning, asking me for my account information and a callback number where I can be contacted.

I responded with what they requested and headed down to my local T-Mobile store to see if I could get any further with them.

The employee who originally made the mistake was there, he was apologetic, and explained that he couldn't take any action on my account because it was flagged under "investigation". He did offer me a free SIM card, and activated it for me so that I could stick it into one of my old phones until everything gets sorted out.

I wasn't expecting to hear anything back from corporate T-Mobile until tomorrow, because I completely understand I'm not the only T-Mobile customer on the planet, so imagine my surprise just now when I received a phone call from a woman who works in the offices of T-Mobiles CEO, Robert Dotson.

She was friendly, kind, and offered me exactly the fairness I asked of them. A new blackberry pearl for $110. The price I would have paid to Asurion(the 3rd party insurance company) to get a replacement.

I'm very impressed. Not only did they listen to the little person, they went out of their way to get it done quickly. How often can you send an email to the CEO of a company the size of T-Mobile, and get such a personal response?

I've never been so impressed by customer service. I'll be sticking with T-Mobile for a long while.

UPDATE. UPDATE. UPDATE.UPDATE.UPDATE.UPDATE.UPDATE.UPDATE.UPDATE.UPDATE.
 
Back
Top